November 30, 2020
How did Robin Fentress, Director of Customer Support for Bluegrass Cellular, win a $25,000 award and cut formal complaints by 43%? By teaching her customer service team to show empathy and apologize sincerely, of course. When Robin and I reconnected this year, I knew I wanted to interview her. We’d met at an ICMI […]
April 6, 2020
On a typical day, most customers will understand what you mean even if you use less-than-graceful words when you speak or write. But these aren’t typical days. The usual customer service phrases can make your anxious customers even less patient and more emotional. These phrases can also make your company seem clueless. Here’s a list of six customer service phrases your team should probably avoid.
January 31, 2020
My crystal ball tells me the future of customer service writing is “the same but more.” Customers’ need for quick, correct, helpful service will be the same, but changes in technology will cause customers to expect more. Frontline customer service agents need great writing skills today, and they’ll need even stronger and more flexible writing skills in the future. Read on to learn which skills they’ll need …
October 29, 2019
I hate the term “soft skills” and want everyone to stop using it. It’s vague, it’s dismissive, and it pits “soft” skills against “hard” ones when we know support professionals need both kinds of skills to do their increasingly complicated jobs well. If we can stop referring to writing skills with the empty word “soft,” we can recognize how important they are to providing great support.